Darlene Williams-Berry

**** ********* **. ******** ****, Texas 77489

281-***-****

acd15f@r.postjobfree.com

PROFESSIONAL

PROFILE

More than ten years' successful experience in

customer service and support with recognized

strengths in account management, problem-solving,

troubleshooting, sales support, planning, and

implementing proactive procedures. I have proven

abilities to work as an effective team member, and

assisting as a mentor to new employees' with

training and other duties as assigned.

Employment General Dynamics Information Technology

Houston, Texas 2/2014 - Present

CCO/Consumer Support Specialist

Assisting consumers at HealthCare.gov

with processing their healthcare

insurance options; for the Affordable

Care Act (ACA). Providing solutions for

their needs to purchase insurance

through the Insurance Marketplace

online. Assisting with the application

process and eligibility requirements.

Responds to inquiries received through

phone, mail, and email contact with

customers and prospects about the

insurance products or services by

following standard scripts and

procedures. Provide knowledgeable

responses to support calls in a

courteous and professional manner. Uses

a computer system to track questions and

answers as well as enter orders.

Accurately demonstrates strong

communication and interpersonal skills

and proven ability to work effectively

as a team member.

Group 1 Automotive Inc. Houston, Texas

Customer Support Advisor 8/ 2013

-12/2013

Provide world-class customer service in

every interaction for optimal call center

performance and customer satisfaction.

Identify unique new/pre-owned department

opportunities for every customer and

capture all pertinent details within the

appointment record to insure that

dealerships / Client Advisors address them

when customers arrive. Convert every

inbound customer call and internet inquiry

to a scheduled appointment to increase new

and pre-owned department traffic and

dealership profitability. Advise customers

on vehicle descriptions in order to

schedule an appointment for the customer

to visit the dealership as part of the

vehicle purchase process. Quote pricing

after manufacturer and dealership

discounts in accordance with specific

dealership direction. Follow up on all

inquiries to ensure resolution satisfies

customer, dealership, and company

expectations.

Xerox Business Services Houston, Texas

Customer Support Agent 12/ 2011 -

12 / 2013

Strong interpersonal, verbal, and written

communications skills,exceptional customer

service, and management organizational

skills. Acting (SME) Systems Management

Expert in working team support. Tasks

functional guidance, training,

troubleshooting, and support assistance to

lower level staff agents. Ensures accurate

phone coverage for Allstate Motor Club,

AARP Roadside Assistance, and affiliates

memberships. Collaborates with insurance

agents in processing renewal memberships,

and to rectify benefits coverage and

investigate questionable claims and

billing.

Verizon Wireless Inc. Houston, Texas

Customer Support Coordinator 9/ 2002-

3/2010

Support of sales staff with planning

strategic sales trends and inform

customers about latest technical wireless

equipment products available. Worked to

ensure accurate phone coverage in call

center environment; monitors priority

escalated calls and to assure resolution

of customer concerns about billing.

Computer literate, exceptional customer

service skills, verbal and written

communications skills. Analyzed and

determined completeness and validity of

wireless data billing. Resolved customer

questions, issues and complaints.

Proficient in billing systems: ACSS, I-2

K, Vision1, Eros, Omni, and Prism.

Routinely prepared and evaluated CRM

reports to identify problems and areas for

improvement. Trained in technical support

with troubleshooting of wireless data

products and knowledge of billing of

kilobytes, megabytes, and gigabytes.

LTD/Financial Services, Houston, Texas

Administrative Assistant/Collector 12/

2001- 7/2002

Provided administrative and clerical

support of commercial collections accounts

for Dell Financial Services. Executed

accounts reporting enhancements and

reconciliation procedures. Performed

debit, credit, and total accounts on

computer

Spreadsheets/databases. Assisted the

Director with the training of new

collectors with current collecting

regulation procedures and on the dialer

system AS - 400 Series .Processed invoices

current, past due accounts, and skip

tracings methods utilizing Excel

spreadsheets to correspond directly with

Dell Computer Systems

KMJQ MAJIC102 FM/AMATURO RADIO GROUP INC.

KHMX MIX 96.5FM/Nationwide Communications

Inc.

Houston, Texas

Executive Receptionists

Houston, Texas 1/ 1981 to 9/1998

Managed the professional front office of

two popular radio stations for over ten

years. Responsibilities included assisting

with sales and marketing proposals,

accounting procedures of cash handling and

as assigned other administrative

functions; experience with programming

procedures, and charting music playlists;

assisted with on air promotions, voice

over commercials, exposure to news and

public affairs.

Education University of Phoenix, Houston, Texas April

2012

Bachelor of Science Degree: Business

Management 2014-201

MBA DeVry University, Houston Texas 5

References Furnished Upon Request

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